Voice Branch Service Head at Standard Bank, Johannesburg
Standard Bank · Johannesburg, Gauteng
Overview
Standard Bank is looking for an experienced contact centre leader to head up its Voice Branch operations in Johannesburg. You will run the servicing contact centre for Personal and Private Banking, managing teams, service levels, risk and FAIS compliance. This senior role suits someone with 10 years of experience who can remove friction, drive first contact resolution and grow the people around them.
About the role
As Voice Branch Service Head at Standard Bank, you will lead the day to day running of the servicing contact centre for Personal and Private Banking. This is a senior operational leadership role reporting to the Head of Voice Branch, where you will manage resources, processes and levels of authority to deliver service levels, quality standards and risk tolerance.
You will identify friction points early, strengthen response capability and drive resolution at first contact. You will also oversee FAIS requirements for sales enablement and champion the growth and wellbeing of the people who deliver the service.
- Lead the day to day operation of Voice Branch, ensuring effective resource management and operational efficiency
- Oversee workforce management including capacity planning, scheduling and real time monitoring
- Use operational data and client feedback to remove friction points and strengthen digital servicing
- Oversee FAIS requirements, accreditation standards and compliance for sales functions
- Manage operational risk, audit remediation and frontline enablement
- Build a high performing leadership team through coaching and talent development
To apply, visit Standard Bank's official careers site. You will complete your application on the bank's own system, so make sure your CV is up to date before you start.
Requirements
- Bachelor's degree (NQF 7) or higher in Business Commerce or a related field, aligned to FAIS requirements
- Completed RE5 and RE1 Regulatory Examinations
- 10 years' relevant experience, including 8 to 10 years in a contact centre environment
- Proven experience leading large contact centre teams and managing leaders
- Strong service and operational management experience, including service level management, workforce management and quality assurance
- Demonstrated strategic leadership and ability to translate business strategy into operational plans
- Experience partnering with senior leaders and cross functional teams
- Strong understanding of financial services products and FAIS regulated environments, with exposure to banking, insurance or health funding
- Experience in risk, compliance and audit remediation with accountability for operational governance
- Proven experience leading and embedding change
- Previous branch banking experience will be advantageous
Responsibilities
- Lead the day to day operation of Voice Branch, ensuring effective resource management, operational efficiency, service level delivery and quality standards
- Oversee workforce management including capacity planning, scheduling, performance analytics and real time monitoring across traditional, Universal Banker and hybrid workforces
- Align the client and banker experience by using operational data, client feedback and stakeholder engagement to remove friction points and strengthen digital servicing capability, including chatbot performance
- Enable sales functions by overseeing FAIS requirements, accreditation standards and compliance, and maintain accountability for operational risk and audit remediation
- Oversee frontline enablement and support functions, including implementing change and adoption across Voice Branch and its geographical footprint
- Build a high performing leadership and operational team through coaching, talent development, capability building and performance management, in partnership with People and Culture, with a focus on people growth and wellbeing
Job details
- Organisation
- Standard Bank
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Senior (10+ years)
- Education
- Bachelor
- Category
- Banking & Insurance
- Posted
- 5 November 2026 (2 days ago)
- Application Method
- Apply online
Success Guide
This is a senior contact centre leadership role at one of South Africa's biggest banks, so your application needs to show more than day to day management. Highlight examples where you led large teams, improved service levels and handled risk or audit issues. Mention your RE5 and RE1 exams clearly. If you have branch banking experience, bring that forward too. Expect interview questions about how you use data to fix client pain points, how you manage workforce capacity and how you build strong leadership pipelines. Tailor your CV to show measurable results in a contact centre environment, and be ready to talk about how you have driven change and kept people motivated through it. Take your time with the online application on Standard Bank's careers site and double check that all your documents are uploaded before you submit.
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